# chatwoot/chatwoot

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27,330 stars · 6,363 forks · Ruby · other

## Links

- GitHub: https://github.com/chatwoot/chatwoot
- Homepage: https://www.chatwoot.com/help-center
- awesome-repositories: https://awesome-repositories.com/repository/chatwoot-chatwoot.md

## Topics

`actioncable` `chat-widget` `conversation` `customer-support` `dashboard` `design` `docker` `docker-image` `heroku` `intercom` `javascript` `livechat` `opensource` `rails` `ruby` `sass` `vuejs` `whatsapp` `zendesk`

## Description

Chatwoot is a self-hosted, omnichannel customer support platform designed to aggregate messages from diverse social and digital channels into a single, collaborative team inbox. It provides organizations with full data ownership and control over their support infrastructure, ensuring strict logical separation of customer data through multi-tenant architecture. By centralizing communication, the platform enables teams to manage, route, and resolve inquiries within a unified workspace that maintains complete interaction history for every contact.

The platform distinguishes itself through an event-driven automation engine and a visual rule builder that allow teams to manage conversations and workflows without writing custom code. It incorporates intelligent features such as automated response drafting, conversation context recall, and a self-service knowledge base to improve agent efficiency. These capabilities are supported by granular role-based access controls and comprehensive performance analytics, which provide insights into agent productivity, inbox activity, and customer satisfaction trends.

Beyond its core messaging and routing functions, the system offers a broad suite of operational tools including proactive engagement triggers, team workload balancing, and multilingual support. It supports flexible deployment strategies, including containerized and cloud-native orchestration, to accommodate various production environments. The platform is designed for extensibility, allowing for custom attribute management and integration with external systems via webhooks and API-based channels.

## Tags

### Business & Productivity Software

- [Omnichannel Support Platforms](https://awesome-repositories.com/f/business-productivity-software/omnichannel-support-platforms.md) — Aggregates messages from multiple social and digital channels into a single team inbox.
- [Shared Team Inboxes](https://awesome-repositories.com/f/business-productivity-software/shared-team-inboxes.md) — Provides a shared workspace for support teams to manage, route, and resolve customer inquiries.
- [Self-Hosted Help Desks](https://awesome-repositories.com/f/business-productivity-software/self-hosted-help-desks.md) — Provides a deployable customer service solution with full data ownership and control.
- [Unified Customer Profiles](https://awesome-repositories.com/f/business-productivity-software/unified-customer-profiles.md) — Provides a complete interaction history across all channels to enable context-aware support. ([source](https://www.chatwoot.com/docs/user-guide/features/custom-attributes))
- [Workflow Automation Engines](https://awesome-repositories.com/f/business-productivity-software/workflow-automation-engines.md) — Chatwoot provides a visual interface to define triggers and actions to manage conversations automatically without writing custom code. ([source](https://www.chatwoot.com/features/automations))
- [Customer Satisfaction Analytics](https://awesome-repositories.com/f/business-productivity-software/customer-satisfaction-analytics.md) — Provides built-in dashboards and reporting tools to track customer satisfaction scores, response times, and overall support team performance. ([source](https://www.chatwoot.com/docs/user-guide/features/reports/csat))
- [Customer Support Analytics](https://awesome-repositories.com/f/business-productivity-software/customer-support-analytics.md) — Chatwoot provides performance data for individual inboxes to understand channel-specific activity and overall support effectiveness. ([source](https://www.chatwoot.com/features))
- [Inquiry Routing Engines](https://awesome-repositories.com/f/business-productivity-software/inquiry-routing-engines.md) — Chatwoot routes new conversations to agents based on their current capacity, prioritizing team members with the most availability. ([source](https://www.chatwoot.com/features/assignments))
- [Routing Strategies](https://awesome-repositories.com/f/business-productivity-software/routing-strategies.md) — Chatwoot distributes incoming conversations to agents in a rotating order to ensure every team member receives an equal workload. ([source](https://www.chatwoot.com/features/assignments))
- [Support Analytics](https://awesome-repositories.com/f/business-productivity-software/support-analytics.md) — Chatwoot measures agent efficiency by monitoring total conversations, first response times, and resolution speed for customer inquiries. ([source](https://www.chatwoot.com/features/agent-reports))
- [Support Workflow Automation](https://awesome-repositories.com/f/business-productivity-software/support-workflow-automation.md) — Automates the assignment of incoming support inquiries to specific agents based on configurable routing policies. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677482414-adding-agents))
- [Contact Management](https://awesome-repositories.com/f/business-productivity-software/contact-management.md) — Provides tools to manage and update contact attributes directly within the support dashboard. ([source](https://www.chatwoot.com/docs/user-guide/features/custom-attributes))
- [Customer Support Routing](https://awesome-repositories.com/f/business-productivity-software/customer-support-routing.md) — Directs incoming customer conversations to specific teams to ensure efficient queue management and distribution. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677492970-adding-teams))
- [Operational Routing Policies](https://awesome-repositories.com/f/business-productivity-software/operational-routing-policies.md) — Chatwoot defines distinct routing rules for different teams or channels to accommodate specific operational requirements and workflows. ([source](https://www.chatwoot.com/features/assignments))
- [Business Analytics](https://awesome-repositories.com/f/business-productivity-software/business-analytics.md) — Provides detailed reports on conversation volume and resolution speed to track support team productivity and interaction trends. ([source](https://www.chatwoot.com/features))
- [Business Process Automation](https://awesome-repositories.com/f/business-productivity-software/business-process-automation.md) — Uses conditional logic to dynamically route conversations to appropriate teams based on predefined business rules. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677482414-adding-agents))
- [Contact Segmentation](https://awesome-repositories.com/f/business-productivity-software/contact-segmentation.md) — Enables the creation of custom contact groups using multi-filter criteria for efficient management. ([source](https://www.chatwoot.com/docs/user-guide/features/segments))
- [Engagement Automation](https://awesome-repositories.com/f/business-productivity-software/engagement-automation.md) — Chatwoot sends automated chat messages based on visitor behavior like time spent on a page to increase engagement. ([source](https://www.chatwoot.com/features/campaigns))
- [Message Templates](https://awesome-repositories.com/f/business-productivity-software/message-templates.md) — Chatwoot builds reusable message templates with unique shortcodes to quickly insert standardized replies into customer conversations. ([source](https://www.chatwoot.com/docs/user-guide/features/canned-responses))
- [Performance Analytics](https://awesome-repositories.com/f/business-productivity-software/performance-analytics.md) — Chatwoot tracks individual agent metrics to evaluate productivity and identify specific areas for coaching or additional support. ([source](https://www.chatwoot.com/features))
- [Team Collaboration Tools](https://awesome-repositories.com/f/business-productivity-software/team-collaboration-tools.md) — Chatwoot controls agent access to specific inboxes and toggles automatic message assignment to ensure inquiries reach the appropriate team members. ([source](https://www.chatwoot.com/docs/user-guide/setting-up-chatwootwidget))
- [Team Productivity Analytics](https://awesome-repositories.com/f/business-productivity-software/team-productivity-analytics.md) — Chatwoot examines collective team data to gain insights into productivity and workload distribution across different support groups. ([source](https://www.chatwoot.com/features))
- [Workload Management Systems](https://awesome-repositories.com/f/business-productivity-software/workload-management-systems.md) — Chatwoot defines custom conversation limits and assigns them to specific agents to ensure balanced workloads based on experience. ([source](https://www.chatwoot.com/features/agent-capacity))
- [Auto-Responders](https://awesome-repositories.com/f/business-productivity-software/auto-responders.md) — Chatwoot informs customers of team unavailability by automatically sending custom messages when inquiries arrive outside business hours. ([source](https://www.chatwoot.com/features/business-hours))
- [Custom Data Fields](https://awesome-repositories.com/f/business-productivity-software/custom-data-fields.md) — Supports the creation of custom data fields for contacts and conversations to store specific business information. ([source](https://www.chatwoot.com/docs/user-guide/features/segments))
- [Customer Feedback Systems](https://awesome-repositories.com/f/business-productivity-software/customer-feedback-systems.md) — Chatwoot allows agents to examine individual customer satisfaction survey results and navigate directly to the associated conversation for further context. ([source](https://www.chatwoot.com/docs/user-guide/features/reports/csat))
- [Customer Interaction Histories](https://awesome-repositories.com/f/business-productivity-software/customer-interaction-histories.md) — Chatwoot retrieves important details from past customer interactions to provide personalized and informed support during future conversations. ([source](https://www.chatwoot.com/captain))
- [Messaging Campaign Platforms](https://awesome-repositories.com/f/business-productivity-software/messaging-campaign-platforms.md) — Chatwoot sends pre-approved template messages to contacts to maintain communication on their preferred messaging platform. ([source](https://www.chatwoot.com/features/campaigns))
- [Service Level Agreement Management](https://awesome-repositories.com/f/business-productivity-software/service-level-agreement-management.md) — Chatwoot defines response and resolution deadlines with automated alerts to notify teams before service level agreements are missed. ([source](https://www.chatwoot.com/features/automations))
- [Social Media Support Integrations](https://awesome-repositories.com/f/business-productivity-software/social-media-support-integrations.md) — Chatwoot connects a TikTok Business account to receive and respond to customer messages directly from the dashboard to manage social media interactions. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677492191-adding-inboxes))
- [Task Automation Macros](https://awesome-repositories.com/f/business-productivity-software/task-automation-macros.md) — Chatwoot triggers sequences of pre-defined actions with a single click to handle repetitive tasks efficiently during customer conversations. ([source](https://www.chatwoot.com/features/automations))
- [Task Prioritization Systems](https://awesome-repositories.com/f/business-productivity-software/task-prioritization-systems.md) — Chatwoot orders pending conversations by prioritizing the oldest tickets or those waiting longest for a response. ([source](https://www.chatwoot.com/features/assignments))
- [Team Collaboration Platforms](https://awesome-repositories.com/f/business-productivity-software/team-collaboration-platforms.md) — Enables the creation of specialized support teams to organize agents and manage shared conversation queues. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677482414-adding-agents))
- [Team Roles](https://awesome-repositories.com/f/business-productivity-software/team-roles.md) — Allows administrators to assign specific roles to agents for granular access control. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677482414-adding-agents))
- [Workflow Macros](https://awesome-repositories.com/f/business-productivity-software/workflow-macros.md) — Enables the use of macros to perform multi-step actions like team escalation with a single click. ([source](https://www.chatwoot.com/docs/user-guide/add-teams-settings))
- [Workload Management Tools](https://awesome-repositories.com/f/business-productivity-software/workload-management-tools.md) — Chatwoot sets conversation limits for individual channels to account for different response time requirements between chat and email. ([source](https://www.chatwoot.com/features/agent-capacity))

### Security & Cryptography

- [Multi-Tenancy Security](https://awesome-repositories.com/f/security-cryptography/multi-tenancy-security.md) — Enforces strict logical separation of customer data at the database level to ensure privacy and security across different organizations.
- [Access Control](https://awesome-repositories.com/f/security-cryptography/access-control.md) — Provides granular role-based access control to manage administrative privileges and functional scopes.
- [Data Encryption](https://awesome-repositories.com/f/security-cryptography/data-encryption.md) — Protects sensitive information using industry-standard encryption for data at rest and in transit. ([source](https://www.chatwoot.com/security))
- [Audit Logs](https://awesome-repositories.com/f/security-cryptography/audit-logs.md) — Maintains detailed audit logs of user actions to ensure accountability and compliance. ([source](https://www.chatwoot.com/security))
- [Authentication Strategies](https://awesome-repositories.com/f/security-cryptography/authentication-strategies.md) — Supports secure user authentication through role-based access and two-factor verification. ([source](https://www.chatwoot.com/product/help-center))
- [Single Sign-On](https://awesome-repositories.com/f/security-cryptography/single-sign-on.md) — Integrates with centralized identity providers to simplify user authentication via single sign-on. ([source](https://www.chatwoot.com/docs/contributing-guide/security-reports))

### Artificial Intelligence & ML

- [AI Support Automation](https://awesome-repositories.com/f/artificial-intelligence-ml/ai-support-automation.md) — Automates routine responses and suggests replies to improve support efficiency.
- [Automated Response Assistants](https://awesome-repositories.com/f/artificial-intelligence-ml/automated-response-assistants.md) — Chatwoot generates and refines customer support replies using automated suggestions to help agents communicate more effectively and efficiently. ([source](https://www.chatwoot.com/captain))
- [Semantic Search](https://awesome-repositories.com/f/artificial-intelligence-ml/semantic-search.md) — Finds relevant help articles using natural language queries instead of relying on exact keyword matching. ([source](https://www.chatwoot.com/docs/contributing-guide/translation-guidelines))

### Content Management & Publishing

- [Self-Service Knowledge Bases](https://awesome-repositories.com/f/content-management-publishing/self-service-knowledge-bases.md) — Offers a self-service portal for customers to find answers independently.
- [Embedded Content](https://awesome-repositories.com/f/content-management-publishing/embedded-content.md) — Integrates the knowledge base into the chat widget so customers can find answers independently. ([source](https://www.chatwoot.com/product/help-center))

### Networking & Communication

- [Email Integration Services](https://awesome-repositories.com/f/networking-communication/email-integration-services.md) — Chatwoot connects email accounts using standard server settings to manage all customer support correspondence within a single shared team dashboard. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677492191-adding-inboxes))
- [Messaging Integrations](https://awesome-repositories.com/f/networking-communication/messaging-integrations.md) — Integrates WhatsApp Business accounts to enable two-way customer conversations and proactive template messaging. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677492191-adding-inboxes))
- [Communication Adapters](https://awesome-repositories.com/f/networking-communication/communication-adapters.md) — Normalizes disparate third-party messaging APIs into a unified internal data structure for consistent processing across all communication channels.
- [Social Media Messaging Integrations](https://awesome-repositories.com/f/networking-communication/social-media-messaging-integrations.md) — Chatwoot connects Facebook Pages to receive and reply to direct messages as organized conversations within the central dashboard. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677492191-adding-inboxes))
- [Messaging Platform Integrations](https://awesome-repositories.com/f/networking-communication/messaging-platform-integrations.md) — Chatwoot connects a LINE Official Account using channel credentials to receive and respond to customer messages directly within the team dashboard. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677492191-adding-inboxes))
- [Webhook Integrations](https://awesome-repositories.com/f/networking-communication/webhook-integrations.md) — Chatwoot triggers external systems by receiving real-time HTTP callbacks with signed payloads whenever specific events occur. ([source](https://www.chatwoot.com/features/automations))
- [Real-Time Messaging Systems](https://awesome-repositories.com/f/networking-communication/real-time-messaging-systems.md) — Uses a message broker to broadcast live updates and conversation events to connected client sessions for instant UI synchronization.
- [SMS Messaging Gateways](https://awesome-repositories.com/f/networking-communication/sms-messaging-gateways.md) — Chatwoot connects SMS services to receive and send text messages as organized conversations within the team dashboard to support mobile-first engagement. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677492191-adding-inboxes))

### User Interface & Experience

- [Live Chat Widgets](https://awesome-repositories.com/f/user-interface-experience/live-chat-widgets.md) — Chatwoot configures a website channel to embed a live chat widget while setting up branding and agent assignments for site visitors. ([source](https://www.chatwoot.com/docs/user-guide/setting-up-chatwootwidget))
- [Chat Widget Customization Tools](https://awesome-repositories.com/f/user-interface-experience/chat-widget-customization-tools.md) — Chatwoot adjusts the visual appearance and interactive behavior of the live chat interface using a real-time builder to match brand identity. ([source](https://www.chatwoot.com/docs/user-guide/setting-up-chatwootwidget))

### Web Development

- [Embedded Chat Widgets](https://awesome-repositories.com/f/web-development/embedded-chat-widgets.md) — Chatwoot adds a live chat widget to websites by configuring brand colors and providing a code snippet to enable real-time communication. ([source](https://www.chatwoot.com/hc/user-guide/articles/1677492191-adding-inboxes))

### DevOps & Infrastructure

- [Containerization](https://awesome-repositories.com/f/devops-infrastructure/containerization.md) — Utilizes containerized environments to ensure consistent, portable deployments. ([source](https://www.chatwoot.com/features))
- [Container Orchestration Tools](https://awesome-repositories.com/f/devops-infrastructure/container-orchestration-tools.md) — Packages the application and its dependencies into portable units to ensure consistent execution across diverse cloud and on-premise environments.
- [Orchestration](https://awesome-repositories.com/f/devops-infrastructure/orchestration.md) — Supports deployment on Kubernetes clusters for enterprise-scale operations and automation. ([source](https://www.chatwoot.com/docs/self-hosted))